AT&T Responds to Poor Consumer Reports Showing
December 8, 2010 7:29 AM
comment(s) - last by
Touts Better Business Bureau "A" rating
of a wireless carrier customer satisfaction survey that was not too favorable for AT&T. In fact, the nation's second-largest carrier ranked dead last, and was the only carrier to drop significantly in score.
Today, AT&T is on the offensive, countering the
a press release
touting the carrier's "A" rating with the Better Business Bureau.
According to AT&T, the company has logged the fewest number of complaints and has the lowest complaint rate with the BBB out of the four major wireless carriers. AT&T has even put together another color-coded graph, similar to
the one provided
in its "fastest-network" claim, which charts the results without calling out any of the other carriers by name.
AT&T says that wireless customers log more complaints with the various BBB's each year than any other entity, including the Federal Communications Commission. Thus, the argument goes, having a complaint rate that is 34% lower than the nearest competitor (Verizon) means that AT&T's services are better.
When doling out scores, the BBB evaluates companies based on 17 categories which include accreditation (which AT&T has and pays for), how the company responds to consumer concerns, complaint history, and "the truthfulness of its advertising claims."
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RE: Consumer Reports
12/8/2010 1:31:37 PM
The force gauges for closing doors is an interesting one. Most car enthusiasts are guys and don't care about that. But half of all car buyers are women, and a significant number of women
complain about doors which are too heavy to close easily.
Like I said below, CR tries to tailor their reviews for the average person, not the enthusiast. So they will make a big deal over simple things which matter more to regular people, like force needed to close a door, or number of cupholders (can be a problem if you have more kids than cupholders, and it's not a spec that's normally listed in car sales brochures).
“And I don't know why [Apple is] acting like it’s superior. I don't even get it. What are they trying to say?” -- Bill Gates on the Mac ads
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